While rail-based public transport is clearly a more advanced and preferable alternative to driving and a way of overcoming traffic congestion and pollution problems, the rate of uptake for rail travel has remained stagnant as a result of various well-known issues such as that commuters either use a more reliable and comfortable alternative to get from A to B and/or that they are not satisfied with the quality of service provided. This study examined the factor of user satisfaction regarding rail-based public transport with the aim of discovering precisely what factors have a significant effect on the user satisfaction and uptake of rail travel. This was approached using both the Delphi approach and a thorough review of the current literature, focusing on a total of nine possible factors affecting passenger satisfaction with rail travel availability of service, accessibility of service, ticket or pass, punctuality, clarity of information, quality of customer service, comfort, safety, and image. Also discussed were 29 extra possible attributes and several measures that were implemented in various countries to increase the service quality. It was concluded that this review will provide valuable information for policymakers, researchers and service providers in terms of specifying the service factors most worth investigating if the quality of this crucial means of transport is to be raised.

This paper investigates the constraints that limit the use of public bus by people commuting to work in Putrajaya, Malaysia. Putrajaya was built to replace the city of Kuala Lumpur as the new administrative centre for the government of Malaysia. This research adopted qualitative methods which involved a total of 29 respondents who use car and/or bus to commute to their workplaces. The findings of this study show that several factors, such as reliability, safety, and customer service, play considerable roles in promoting the use of public transportation. The respondents agree that reliability (e.g. frequency, punctuality, and transfer) is an important factor in choosing a particular mode of transport. Safety is one of the major concern amongst the respondents, which need to be improved along with customer satisfaction of the public bus service. The results of this study suggest that a more reliable and accessible service is required to promote public bus as an attractive mode of transport.

This research aimed to use the extended theory of planned behaviour (TPB) to determine whether it can explain users’ intention to use the bus-based park-and-ride (P&R) facilities in Putrajaya, Malaysia. This research introduced a new predictor related to the use of P&R facilities, namely trust. The survey involved 437 respondents. A structural equation model is used to show that trust positively influence the attitude and perceived behavioural control (PBC) towards the use of P&R facilities. However, the intention to use P&R facilities is not profoundly influenced by trust and subjective norm. Results also revealed that attitude, subjective norm, and PBC have a strong positive influence on the intention to use P&R facilities. In addition, several policy recommendations are discussed in this study. All things considered, the theory of planned behaviour was able to predict users’ intention to use P&R facilities in Malaysia. It is hoped that this research would increase researchers’ interest in conducting further investigation in this field and that the model is beneficial to service providers in helping them identify the factors that increase the number of P&R users.